Welcome

to
C.R.M

Presented by :-
Sourabh Bajpai
Rashmi Prasad
 CUSTOMER
RELATIONSHIP
MANAGEMENT
CRM is the business philosophy and set of strategies,
information, process, technology, and people that focuses on
identifying and building loyalty and relationship with a retailer’s most
valued customers (marketing, sales, services and support ) across
the whole customer life cycle.
Although our definition of CRM is broad and complex
but its goal is simple to maximize the value of your company’s
customer assets,which include:

Customer loyalty
Company’s revenue
Company’s profit
 Components
of C.R.M

Customer Relationship Management

Why we need C.R.M?
Management of customer
relationship
Managing sales force effectively
Manage customers in providing
best service
Help customers to instantly access
information and provide solutions
instantaneously
Match customer needs with product
plans and deliveries with the main
aim of satisfying the customers
 How would you expect the storekeeper at
your nearest store, where you are a frequent
visitor, to offer you personalized service?
Well, he would know your favorite items and preferred brands, won't he? So,
he organizes them to be in your easy reach. Perhaps he may himself
suggest a new product, which was introduced recently, that falls within your
interest area. Now this is not very imaginative isn't it? It required quite a few
visits for you to get this personalized service. What about someone just like
you who is coming to this store for the first time?

To make it more clear, now consider your storekeeper friend. Based on his
data
about you, he can go a step further and watch your buying pattern. He also
tries to understand all the youth in a similar age group and then tries to say that
all youth in the age group 21- 29 who come to my store prefer these types of
products. Their buying peaks in summer and therefore it makes sense to run
promotions targeting the youth in summer.
 INTRODUCTION OF e-CRM
The advancement in IT sector, customers are becoming more
and more informed about their purchases.
Media is educating them and they scout around for best
product, brand name, product quality, operation and service
support.
Organizations aim at satisfying customer's needs and desires.
The emergence of powerful info-tech tools, CRM has shifted
to E-CRM
CRM Focus is on Customer Touch Point (CTP).
It aims at good and effective customer satisfaction through
online and real-time computing facility.
 BENEFITS from e-CRM

Customers definitely reap the benefits from E-CRM.

Organizations get a systematized approach in their customer care.

Vendors get benefited from E-CRM through better supply.

Advantage of a E-CRM is the ability to track sales, customer information,

and manage your daily operation to be as effective as possible.
 DISADVANTAGES of E-C.R.M

Difficult to work with….

Require additional work inputting data.

Dehumanize a process that should be personal.

Require continuous maintenance, information updating,

and system upgrading costly.

Difficult to integrate with other management information

systems.
THANK YOU